Healthcare Call Center Scheduler (Bilingual - English/Spanish) (Remote Position)

SUMMARY

This requisition is for Bilingual (English/Spanish) opportunities in our Patient Call Center department. The schedule for this position will be 40 hours during our hours of operation which are Monday through Friday from 7:00am to 7:00pm. This schedule will start following the 3-4 week training period. The 3-4 week training period will have a Monday through Friday 8:00am to 4:30pm schedule. Starting pay is $18.15 an hour plus a bilingual differential and a comprehensive benefit package which includes a PERA organization match. 

This position will work remotely from home. Working remote will start after the 3-4 week training period. Individuals will need a quiet working environment, high speed internet, fire alarm, fire extinguisher, renters/home owner's insurance, and desk space. Hennepin Healthcare will supply computer, monitors, keyboard, mouse, and phone. Employees will need to live within 1 hour from the downtown campus. 

Under general supervision, performs work in a patient services support position involving the use of computerized information systems to perform patient scheduling, registration and insurance verification, including collection, and coordination of care plans.

Required COVID-19 Vaccinations for Employees

Hennepin Healthcare requires employees to be fully vaccinated against COVID-19. This includes all employees, volunteers, students, and contracted staff, with limited exemptions for medical or religious reasons.

RESPONSIBILITIES

• Responds to calls including patients, physicians, physicians’ office staff, peers, and determines the urgency of the situation and then suggests appropriate referrals



• Answers the Patient Access Services telephone lines for department, prioritizes, screens, and redirects calls.  Answers questions, handles routine matters and takes messages



• Schedules all appointments for patients on the computerized scheduling system and works with the manager and supervisor to meet these goals



• Confirms patient appointments and gives appropriate instructions by telephone or by mailing each patient a letter providing information about the test(s) and any necessary preparation, if scheduled appointment is more than three (3) days out



• Completes multiple types of outpatient registrations in a professional, accurate, customer-oriented and timely manner



• Maintains forms in all printers at all times, which may require lifting or carrying cases of forms



• Works with individual physician offices and their office managers/supervisors to obtain correct information for scheduling appointments



• Obtains information about patient’s health insurance electronically through the payer websites, and/or by information provided by the patient from the insurance issued identification card



• Secures payment for services, contracts for payment, as well as refer patients for financial counseling or collections of account balances



• Calculates patient liabilities and works with patients to set-up payment plans or secures other means of payment prior to scheduling  



• Assist patients and their families with billing and payment plans, and pre-payment service collections in order to increase cash flow



• Utilizes Search America and US Bank Navigation databases for eligibility verification, pre-authorizations, quotes for services and to review/update accounts



• Collects co-payments and/or pre-payments from patients at time of appointment scheduling



• Performs other duties as assigned, but only after appropriate training